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Terms of Service

Terms for using Metricus Process Advisor, including subscriptions, assessment credits, AI-assisted functionality, licence keys and customer responsibilities.

Terms Privacy Data Security Refunds Fair Use

Last updated: 1 June 2026

These Terms of Service govern access to and use of Metricus Process Advisor, including the Jira, ServiceNow, billing, licensing, subscription, assessment-credit, and related services provided by Metricus.

By installing, accessing, purchasing, or using Process Advisor, you agree to these Terms on behalf of the organisation you represent.

If you do not agree to these Terms, you must not use Process Advisor.

1. About Metricus Process Advisor

Metricus Process Advisor is a workflow analysis, process mining, and AI-assisted advisory product designed for use with platforms such as Jira and ServiceNow.

Process Advisor helps customers analyse workflow and service-management data to identify delays, bottlenecks, rework, process variation, automation opportunities, and improvement actions.

Process Advisor may include:

  • process metrics;
  • activity metrics;
  • process maps;
  • SLA analysis;
  • dataset review tools;
  • AI-assisted reports;
  • execution strategy recommendations;
  • AI opportunity analysis;
  • automation pack suggestions;
  • framework assessments;
  • licensing and entitlement management.

2. Business use only

Process Advisor is provided for business, professional, and organisational use.

It is not intended for personal, household, consumer, medical, legal, financial, safety-critical, or regulated decision-making use unless Metricus has expressly agreed otherwise in writing.

You are responsible for ensuring that your use of Process Advisor complies with your internal policies, procurement rules, platform terms, and applicable laws.

3. Customer authority

You represent and warrant that:

  • you are authorised to accept these Terms on behalf of your organisation;
  • you are authorised to install, configure, connect, or use Process Advisor in the relevant Jira, ServiceNow, or other customer environment;
  • you have obtained all internal approvals required to allow Process Advisor to access and analyse the selected workflow data;
  • your use of Process Advisor will not breach any agreement with Atlassian, ServiceNow, Stripe, your cloud provider, your customers, or any other third party.

4. Platform access and permissions

Process Advisor only accesses customer systems where access has been authorised by the customer or an authorised user.

You are responsible for:

  • reviewing permissions before installing or connecting Process Advisor;
  • selecting the datasets, fields, workflows, projects, queues, tables, or records to be analysed;
  • ensuring that users have appropriate access rights;
  • managing user access within Jira, ServiceNow, and related systems;
  • ensuring that Process Advisor is not used to process data that your organisation is not authorised to process.

Metricus is not responsible for incorrect configuration, excessive permissions, inappropriate dataset selection, or unauthorised access caused by customer-side administration or platform settings.

5. Data security and architecture

Process Advisor is designed around customer-controlled access, data minimisation, and separation of customer workflow data from billing and entitlement information.

For further detail on how Process Advisor accesses, processes, scopes, and protects customer workflow data, see the Metricus Process Advisor Data Security & Architecture Statement.

You are responsible for reviewing that statement and determining whether Process Advisor is suitable for your organisation’s data security, privacy, procurement, and compliance requirements.

6. AI-assisted functionality

Process Advisor may include AI-assisted functionality that helps generate reports, recommendations, explanations, framework assessments, automation suggestions, and other advisory outputs.

AI-assisted functionality is intended to support human review and decision-making. It does not replace professional judgement.

You acknowledge that AI-generated outputs may be incomplete, inaccurate, outdated, unsuitable, or based on limited context.

You are responsible for:

  • reviewing AI-generated outputs before relying on them;
  • deciding whether recommendations are appropriate for your organisation;
  • checking outputs against your own policies, controls, data, and operational context;
  • ensuring AI-generated content is not treated as legal, financial, employment, compliance, safety, or professional advice.

Metricus does not guarantee that AI-generated outputs will be accurate, complete, compliant, or suitable for any particular purpose.

7. AI privacy and scope controls

Process Advisor may provide controls that allow customers to manage what information is included in AI prompts, including Dataset AI Privacy, anonymisation, and AI Report Scope controls.

These controls may allow you to:

  • exclude selected fields from AI processing;
  • anonymise selected values;
  • anonymise person-related data;
  • limit sample work items;
  • exclude specific work items;
  • exclude variants;
  • exclude transition paths;
  • exclude field values;
  • add report instructions.

You are responsible for configuring these controls before generating AI content.

Metricus is not responsible for the inclusion of sensitive, unnecessary, confidential, personal, or regulated information in AI prompts where that inclusion results from customer configuration, dataset selection, or user action.

8. Assessment credits

Metricus may offer assessment credits that allow customers to unlock AI-assisted or advanced assessment functionality for specific datasets, process models, or assessment scopes.

Unless otherwise stated:

  • assessment credits are consumed when a qualifying assessment or AI-assisted unlock is successfully created;
  • opening checkout, abandoning checkout, or starting an assessment that fails should not consume a credit;
  • one credit may apply to a defined dataset, process model, work-item limit, or assessment scope as described at the time of purchase;
  • credits are linked to the purchasing customer account or authorised licence key;
  • credits are not cash, stored value, or a financial product;
  • credits cannot be transferred, resold, exchanged for cash, or used outside Process Advisor unless Metricus agrees in writing.

Unused credits may expire if stated in the applicable plan, order form, invoice, promotional terms, or customer agreement.

9. Subscriptions

Metricus may offer subscription plans for ongoing access to Process Advisor functionality.

Subscription plans may be based on:

  • platform type, such as Jira or ServiceNow;
  • instance access;
  • partner or multi-client access;
  • client-slot limits;
  • annual or monthly billing;
  • edition, feature, or usage limits;
  • other commercial terms stated at purchase.

Your subscription gives you the right to use Process Advisor only within the scope of the purchased plan.

Subscription fees are payable in advance unless otherwise agreed.

Cancelling a subscription stops future renewals but does not automatically entitle you to a refund for the unused portion of the current subscription period, unless required by law or agreed in writing.

10. Partner and multi-client access

Some plans may allow partners, consultants, or managed service providers to use Process Advisor across multiple client environments.

Where a partner or multi-client plan is purchased:

  • each client slot may be limited to a named customer, client legal entity, domain, instance, or production environment;
  • client slots must not be shared, pooled, resold, or rotated to avoid licence limits;
  • production environments may be subject to stricter limits than development, sandbox, or test environments;
  • the partner is responsible for ensuring it has authority from each client to access, analyse, and process the client’s data;
  • the partner is responsible for managing its users, client access, confidentiality obligations, and downstream customer commitments.

Metricus may suspend or revoke access if a partner or multi-client licence is misused.

11. Licence keys and entitlement checks

Process Advisor may use public integration keys, private instance keys, domain binding, instance validation, subscription checks, assessment-credit balances, or other entitlement controls.

You must:

  • keep private instance keys confidential;
  • not share private keys publicly;
  • not attempt to bypass entitlement checks;
  • not modify, reverse engineer, or misuse licence validation mechanisms;
  • promptly notify Metricus if a key is lost, exposed, compromised, or misused.

Metricus may revoke, rotate, suspend, or disable licence keys where reasonably necessary to protect customers, prevent misuse, enforce licence terms, or maintain service security.

12. Acceptable use

You must not use Process Advisor to:

  • violate applicable laws or regulations;
  • infringe intellectual property, privacy, confidentiality, or contractual rights;
  • access data you are not authorised to access;
  • upload, process, or transmit malicious code;
  • interfere with, disrupt, overload, scan, or attack Metricus systems;
  • attempt to bypass security, licensing, rate limits, or access controls;
  • reverse engineer, decompile, copy, or create a competing product from Process Advisor except to the extent permitted by law;
  • use Process Advisor for unlawful surveillance, discrimination, harassment, or employment decisions without appropriate human review and legal compliance;
  • resell or provide Process Advisor as a standalone service unless authorised by Metricus.

13. Customer data

As between you and Metricus, you retain ownership of your customer data.

Metricus does not claim ownership of customer workflow data processed through Process Advisor.

You grant Metricus the limited rights necessary to provide, secure, support, maintain, and improve Process Advisor, including rights necessary to process entitlement data, support requests, logs, and AI-assisted functionality where used.

Metricus will handle customer data in accordance with these Terms, the Data Security & Architecture Statement, and any other written agreement between you and Metricus.

14. Confidentiality

Each party may receive confidential information from the other.

Confidential information includes non-public business, technical, commercial, security, product, pricing, customer, workflow, and operational information that should reasonably be understood to be confidential.

Each party must:

  • use confidential information only for purposes connected with Process Advisor;
  • protect confidential information using reasonable care;
  • not disclose confidential information except to personnel, contractors, advisers, or service providers who need to know it and are subject to confidentiality obligations;
  • comply with applicable law.

Confidentiality obligations do not apply to information that is public, already known, independently developed, or lawfully received from a third party without confidentiality restrictions.

15. Intellectual property

Metricus owns all rights, title, and interest in Process Advisor, including software, designs, interfaces, workflows, reports, templates, algorithms, product documentation, branding, and related intellectual property.

You must not copy, modify, distribute, reverse engineer, or create derivative works from Process Advisor except as expressly permitted by these Terms or applicable law.

You retain ownership of your customer data.

Subject to your ownership of customer data, Metricus may use aggregated, anonymised, or de-identified operational information to improve, support, and analyse the performance, reliability, and functionality of Process Advisor, provided it does not identify you or your customers.

16. Feedback

If you provide suggestions, comments, ideas, enhancement requests, or other feedback about Process Advisor, Metricus may use that feedback without restriction or obligation to compensate you.

Metricus will not treat feedback as confidential unless separately agreed in writing.

17. Third-party services

Process Advisor may depend on or interoperate with third-party services, including Atlassian, ServiceNow, Stripe, cloud providers, authentication providers, email services, logging services, and AI providers.

Metricus is not responsible for third-party platforms, outages, changes, restrictions, security incidents, pricing changes, terms, permissions, API limits, or service availability.

Your use of third-party services may be subject to their own terms and policies.

18. Availability and support

Metricus will use reasonable efforts to provide Process Advisor reliably, but does not guarantee uninterrupted, error-free, or always-available service.

Process Advisor may be unavailable due to:

  • maintenance;
  • platform outages;
  • third-party provider issues;
  • customer configuration issues;
  • security incidents;
  • force majeure events;
  • API limits or changes;
  • internet or infrastructure failures.

Support may be provided by email, support portal, documentation, or other channels nominated by Metricus.

Unless a separate service level agreement is agreed in writing, Metricus does not provide guaranteed response times or uptime commitments.

19. Changes to Process Advisor

Metricus may modify Process Advisor from time to time, including features, interfaces, reports, AI prompts, pricing pages, licensing mechanisms, documentation, and supported platforms.

Metricus will use reasonable efforts to avoid material disruption to paying customers, but may make changes where needed for security, compliance, platform compatibility, service reliability, product improvement, or commercial reasons.

20. Fees, taxes, and payment

You must pay all fees stated at the time of purchase, in the applicable order form, invoice, checkout page, marketplace listing, or written agreement.

Fees are exclusive of taxes unless otherwise stated.

You are responsible for applicable taxes, duties, levies, and charges, other than taxes based on Metricus’s income.

Payments may be processed through Stripe, Atlassian Marketplace, ServiceNow Marketplace, invoice, or another approved method.

Metricus may suspend or restrict access if fees are overdue, payment fails, fraud is suspected, or entitlement validation cannot be completed.

21. Refunds and cancellations

Refunds and cancellations are governed by the applicable Refund and Cancellation Policy, marketplace terms, order form, invoice, or written agreement.

Unless otherwise required by law or agreed in writing:

  • completed assessment-credit purchases are non-refundable;
  • consumed credits are non-refundable;
  • annual subscriptions are non-refundable once the subscription period has started;
  • cancellation prevents future renewal but does not refund the current paid period.

22. Suspension and termination

Metricus may suspend or terminate access to Process Advisor if:

  • you breach these Terms;
  • payment is overdue;
  • licence keys are misused;
  • entitlement checks are bypassed or manipulated;
  • use creates a security, legal, operational, or reputational risk;
  • required third-party access is revoked or unavailable;
  • Metricus is required to do so by law, platform provider, or regulator.

You may stop using Process Advisor at any time.

Termination does not affect rights or obligations that accrued before termination, including payment obligations, confidentiality, intellectual property, disclaimers, liability limits, and any provisions intended to survive.

23. Disclaimers

Process Advisor is provided on an “as is” and “as available” basis to the maximum extent permitted by law.

Metricus does not warrant that:

  • Process Advisor will be uninterrupted, error-free, or always available;
  • outputs will be accurate, complete, current, or suitable for your purposes;
  • AI-generated outputs will be correct or compliant;
  • all workflow issues, risks, defects, or improvement opportunities will be detected;
  • Process Advisor will meet all legal, regulatory, procurement, security, or compliance requirements of your organisation;
  • third-party platforms or providers will remain available, compatible, or unchanged.

You are responsible for independently reviewing and validating all outputs before relying on them.

24. Limitation of liability

To the maximum extent permitted by law, Metricus is not liable for:

  • indirect, consequential, incidental, special, exemplary, or punitive damages;
  • loss of profit, revenue, opportunity, goodwill, data, business, or anticipated savings;
  • business interruption;
  • procurement, compliance, employment, operational, or management decisions made using Process Advisor outputs;
  • third-party platform outages, changes, or security incidents;
  • customer configuration errors;
  • unauthorised use caused by customer-side credential, permission, or access management failures.

To the maximum extent permitted by law, Metricus’s total aggregate liability arising out of or relating to Process Advisor is limited to the amount paid by you to Metricus for the relevant Process Advisor service in the 12 months before the event giving rise to the claim.

If you have not paid any fees to Metricus, Metricus’s total liability is limited to AUD $100.

Nothing in these Terms excludes liability that cannot be excluded under applicable law.

25. Indemnity

You agree to indemnify Metricus against claims, losses, liabilities, costs, and expenses arising from:

  • your breach of these Terms;
  • your unauthorised use of Process Advisor;
  • your breach of third-party platform terms;
  • your infringement of third-party rights;
  • your customer-side configuration, permissions, or data selection;
  • your use of AI outputs without appropriate review;
  • your use of Process Advisor in breach of law or internal authorisation.

26. Compliance with laws

Each party must comply with applicable laws in connection with these Terms.

You are responsible for determining whether Process Advisor is suitable for your organisation’s legal, regulatory, privacy, procurement, security, employment, and operational requirements.

27. Export and sanctions

You must not use, export, re-export, or provide access to Process Advisor in breach of applicable export control, trade sanctions, or restricted-party laws.

You represent that you are not located in, organised under the laws of, or ordinarily resident in a sanctioned jurisdiction, and are not a prohibited or restricted party under applicable sanctions laws.

28. Force majeure

Metricus is not responsible for delay or failure to perform caused by events outside its reasonable control, including natural disasters, war, terrorism, civil unrest, industrial disputes, internet failures, infrastructure failures, platform outages, cyberattacks, supplier failures, changes in law, or government action.

29. Changes to these Terms

Metricus may update these Terms from time to time.

The updated Terms will apply from the date they are published or otherwise notified, unless a later effective date is stated.

If a change materially affects paying customers, Metricus will use reasonable efforts to provide reasonable notice.

Continued use of Process Advisor after the effective date of updated Terms constitutes acceptance of the updated Terms.

30. Governing law

These Terms are governed by the laws of New South Wales, Australia.

The parties submit to the non-exclusive jurisdiction of the courts of New South Wales, Australia.

31. Contact

For questions about these Terms, contact:

Metricus Email: info@metricus.com

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